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Pay as you go

Retrieving an old mobile number, how to go about it?

2: Seeker

I never received a private message and when I tried to send one to @Natasha, I received the below response.

Due to the amount of queries we receive on the Community, we’re unable to respond to PM’s. Please follow one of the options below, to ensure your query is resolved as quickly as possible.

... Call 191 from your Vodafone mobile ...

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Moderator
Moderator

I'm sorry to hear you never received a private message @TimTam, I've popped you another one out.

The reply you got back is an automated one, as the message we send out includes a form where you contact us; rather than through the private message itself. 

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2: Seeker

This has been a tremendous waste of everyone's time and so to ensure this doesn't happen again, let me summarise my timeline below.

This thread started with the following problem:
I'm looking for a little help, or should I say information on retrieving an old mobile number that I once had with Vodafone. However, I had this number in questions most probably touching just over 10 years ago!

And I posted the below message:
I would also like to retrieve an old number if possible. It doesn’t seem to be in use. Could you help please?

Day 3: Vodafone: "We'll look into it, please refer to private message"

Day 3: No private message, which I noted on the forum

Day 4: Private message arrives, asking for basic personal details

Day 7: Vodafone asks to confirm my postcode

Day 9: Vodafone writes, "As you're looking to reconnect the line, we'll need to pass some extra security checks. I'd advise going to your nearest Vodafone store with photo ID to pass these"

Day 10: I went to the store to complete an ID check

Day 12: Vodafone: "Please be aware that we're unable to reconnect a number should this have expired more than 180 days ago."

Since the original message mentioned ten years and mine expired perhaps five years ago, I'm not sure why anyone at Vodafone thought it's a good use of their employees' time, let alone mine, to pursue this, when in the end I'm certain they did not even bother checking whether they could allocate this unused number to me again.

My advice would be to check eBay where sellers are listing an impressive array of phone numbers sold at nominal cost. Find one you like, and don't waste your time chasing Vodafone to do something they seem to be incapable of.

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Moderator

I'm sorry for the experience that you had when contacting us @TimTam. I've ensured that this has been fed back so this doesn't happen again in the future.

It's a shame that we were unable to reconnect the number for you - if you do have any further queries for us, please don't hesitate to reply to our latest email.

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1: Seeker

Hello there

I have more or less the same question:
My boyfriend left his company about 6 months ago and they wouldn't/couldn't allow him to take the number. We know that they didn't give the phone or number to anyone else in the company.For a while any call was going straight to the voicemail. Now it simply rings once and then disconnects when I call the number. Does this mean their contract expired and the number would be available again?

Puffin

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2: Seeker

Hello to All. My PAYG phone now displays "emergency calls only". I had no warning from Vodafone that my number (and the account credit) was about to be seized. I'm guessing it happened less than 90 days ago. Please tell me you can restore full use of my phone, same phone number and its credit. Lost access to my number is a massive issue for me. Thanks.

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17: Community Champion

Hi @User7Million 

 

The first thing to do is to check your network by following the steps here :Network Issues.  If the phone is dispaying emergency calls only, it may only be a network problem at your location.

 

However, if the SIM has been disconnected for non use, you need to refer to the Terms and Conditions where it will be explained.  It is very important to keep a PAYG SIM active with a chargeable activity.  

 

If you continue to have problems, for quickness live chat works well.  Alternatively, wait for the Team to get to the thread and they will be the ones to advise how to contact the forum team for further help.

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2: Seeker

Thanks for the suggestion. I discovered the problem 5 days ago so it seems unlikely that its a network issue because Vodafone would have fixed it by now.  On the network map there is a black symbol a few streets away that might mean "maintenance", so I have a glimmer of hope. Will take the phone to other areas and see if it works there, then return to this Forum with my conclusion.  

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1: Seeker

I'm in the exact same position can anyone help? 😭

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Moderator
Moderator

@leesa662003 It's disappointing to hear you're experiencing the same problem. I'd love the opportunity to take a closer look into this for you, please contact our team via Facebook at Vodafone UK, or get in touch on Twitter using the handle @VodafoneUK. Please remember to include the link to this thread, along with your username.

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2: Seeker

Dear team,

 

I have a number that might have been just disconnected from Vodafone. I originally ported the number from O2.

 

Is it possible to check whether this mobile phone number is still available?

 

Thanks for your help.

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17: Community Champion

Please see my reply in your created thread @ShowannaWright 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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2: Seeker

Hi there, 

I was Googling to find out information relating to this very issue. I also have an old number that was assigned to me when I was on vodafone. I too would like to retrieve an old number that I had on vodafone that is dead when I call it. I wonder if vodafone would help me get it back? 
Who would be the best department to speak too?

 

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17: Community Champion

@hdiuk wrote:

Hi there, 

I was Googling to find out information relating to this very issue. I also have an old number that was assigned to me when I was on vodafone. I too would like to retrieve an old number that I had on vodafone that is dead when I call it. I wonder if vodafone would help me get it back? 
Who would be the best department to speak too?

 


 

 

Hi @hdiuk 

 

Speak to customer services via 》 contact-us  i.e Live Chat or via their phone numbers 191 from a Vodafone Mobile and or the Vodafone Social Media Teams via Contact-us-for-account-specific-queries. 

 

If a number has only recently been suspended and quarantined i.e days then there's a chance of having it assigned back to you.. 

 

If it's been a while i.e weeks + then unfortunately you may have permanently lost it.

 

I wish you all the best with this situation. 

 

 

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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2: Seeker

Hi I have an old number that was originally Vodafone some 21 years ago and then migrated to O2, I ended my contract with O2 a few years ago, but didn't bring the number to my new network. When I try to ring the number it come up as invaild number. I’m trying to find out if I can retrieve the number.

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17: Community Champion

@Luong wrote:

Hi I have an old number that was originally Vodafone some 21 years ago and then migrated to O2, I ended my contract with O2 a few years ago, but didn't bring the number to my new network. When I try to ring the number it come up as invaild number. I’m trying to find out if I can retrieve the number.


If I understand your post correctly the number was last used on the o2 network @Luong  So if so you would need to engage with o2 to ask what they can do.

As it currently shows as invalid when you ring it this will mean it's been deactivated and placed in quarantine until the network decides re re allocate it back to a new customer.

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui  / Pie.

 

Samsung Gear s3 Frontier Watch.

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17: Community Champion

@Luong wrote:

Hi I have an old number that was originally Vodafone some 21 years ago and then migrated to O2, I ended my contract with O2 a few years ago, but didn't bring the number to my new network. When I try to ring the number it come up as invaild number. I’m trying to find out if I can retrieve the number.


The number would have been returned to the originating network after cancellation with O2.  The problem you are going to have is the number may well have been reissued and even ported out again and could be anywhere.

 

As it has been a few years since you last used the number, it will be impossible to locate. If it had been a few months, there MAY have been a chance but not years.

 

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2: Seeker

Hi there, 

This thread has been really helpful as I have a similar issue relating to my old Pay Monthly number. My contract ended in 2016 and since then I've used a PAYG with a new number. 

I recently updated the Whatsapp app on my mobile and was prompted to enter a verification code which was sent to my old number - clearly I cannot access this any more but Whatsapp will no longer let me in until I verify a number. I could of course do this using my current number but I will lose my entire chat history. 

This sounds like a trivial problem but my partner recently passed away and I am desperately trying to save our correspondence. 

Ive spoken to Whatsapp who simply said "can't help". After trawling the net it seems as though getting the original number back is the only way to get back into my original Whatsapp account. 

Ive called Vodafone who said the number has been de-activated and cannot be assigned back to me. 

Is this really the end of the road?? 

I'm not sure if this makes any difference but the sim has been in a phone that I use to connect to the internet and log in regularly so I think the sim is still active. 

I would really appreciate some advice as to where to turn next. 

Thanks in advance. 

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17: Community Champion

Hi @Sjhoads 

 

I really hate to be the bearer of bad news, but when a contract SIM has been disconnected, it will immediately have been put in 'quarantine' status to clear the previous users details and with there not being an infinite number of mobile telephone numbers available, would have been reissued to another customer.  As has been mentioned previously in the thread, the number could be anywhere with any network and may even be in use.

 

As workaround would be to send the WhatsApp chat you wish to keep to your email address.  This is easily done by tapping on the name of the contact, go the the three dots at the top, tap more, export chat including media, you will then be able to select email.  At least this way you will be able to print out the chat you had with your partner.

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2: Seeker

Thank you so much @anns for your reply. 

I did think the number may have already been issued to someone else as you explained but I've tried to call it and it does not seem to be in use (i.e. It doesn't even ring). 

The problem with your suggestion in Whatsapp is that I can't open the app at all right now without going through the verification process. I assume that if I verify it using my new number when I get in there will be no chat with my partner or, I guess, with anyone as it would be a new account.  Or have I misunderstood?? So far I haven't gone through the verification process with the new number as I'm worried that doing so would permanently erase the old account. 

Incidentally, it was backed up to the iCloud but I can't view it...

@markc89 did you ever manage to get hold of your original number??

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